J.R.J. Tara Corporation

Review: I ordered and paid for the hitch and wire and install labor online through the U-Haul website on 2/19/2014. Installation date was set for 3/6/2014. Upon arrival at the scheduled time I was told I would owe an additional $73. I bit of investigating revealed that the increase in cost was due to an internal error on the part of U-Haul. The wire kit I purchased was never ordered by U-Haul of Boulder therefore they were going to have to install a different (more costly) wire kit. It was not my fault that the mistake was made, therefore I should not be forced to pay for the fix. The General Manager was not in the office at drop-off. I told them that I will be disputing the charges with the manager when I picked up the car. Once install was complete, General Manager ([redacted]), greeted me entirely unprofessionally and continued to defend the additional charges. She offered to reduce the extra charges to $42.58, but I explained that this is not a satisfactory resolution and I was not responsible to pay a penny more. She then threatened to have the wire kit removed from the vehicle if I didn't agree to pay for their mistake. I reluctantly paid the $42.58 in order to get my keys back from them. Desired Settlement: I reluctantly paid the $42.58 in order to get my keys back from them. At the very least, this portion of the payment should be refunded. I would also like to hear from U-Haul how they intend to make sure other customers do not experience the poor service provided by [redacted] and U-Haul of Boulder.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].

[redacted], our Executive Assistant for our Northern Colorado regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her of a refund for $42.58, which is the difference she was quoted compared to what she was charged. The refund should post on her next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I was charged $100 for folding padding blankets the "wrong way" when I left in the rental truck. I called customer service who directed me to the supervisor who directed me to the manager. I then argued about the issue with the manager, and she refused to refund my money. I then tried to contact the supervisor and my call was never answered. The customer service is terrible and I personally believe the managing staff needs to be replaced.Desired Settlement: I would like my charge put back on my debit card.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].

[redacted], our President for our Nashville regional office, followed up on the information Mr. [redacted] provided. He sent Mr. [redacted] the following email:

Mr. [redacted], I have reviewed the charges on the card as well as the video tape of the incident in question. In the video it shows you throwing the pads out into the snow, dragging them across the parking lot (some 50 yards) to your vehicle next store at [redacted], and then dragging them back and throwing them into the truck. The pads are not useable at this point and had to be discarded. You were aware that the pads needed to be folded to not be charged and disregarded that request and also damaged them. The $95.40 replacement charge for the pads stands. A copy of this letter is being forwarded back to the Revdex.com. We will also provide the video to the Revdex.com if requested or needed. [redacted] Marketing Company President U-Haul Company of Nashville

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: u-hual Ordered a hitch kit and they installed the wrong item when I went to pick up my car the service manager was extremely rude and confrontational stating we had do pay for them to uninstall the wrong item they themselves ordered. After paying for the install and removal and having nothing but a 172.00 bill we left with no equipment and serious damage to the front of our new Cadillac SRX due to how he ran it up on the ramps after arguing with me for 2 hours and having to call the local police. I showed him the damage which he([redacted]) did and I have pictures of this he shrugged his shoulders and said "oh well" and walked away. We have since contacted corporate as well with no resolution. We have paid for an item we didn't receive and paid to have their erroneous mistake removed from our vehicle now we have to pay for front bumper damage. Please help don't allow them to continue to strong arm customers and pay for merchandise we didn't receive.

Product_Or_Service: 02-14-2015

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my car repaired, My monies refunded for their erroneous mistake and extremely poor customer service. The service manager ([redacted] and his field supervisor ([redacted]) terminated for threatening a customer and being belligerent in front of my wife. I want corporate to be aware of how their customers are being treated.

Business

Response:

February 18, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. and Mrs. [redacted].

[redacted] our Field Manager for our Clearwater Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mrs. [redacted] contacted her on February 14th. Ms. [redacted] attempted to discuss her concerns, however, her participation in the conversation was basically listening to Mrs. [redacted]. From what Mrs. [redacted] relayed, Ms. [redacted] concluded they were not happy with how the hitch looked on their vehicle and wanted it removed. Ms. [redacted] stated they would be happy with removing the hitch but will not be able to refund for the labor to install the hitch, which was $171.75. If they wish to file a claim for damages, they will need to contact [redacted] and can be reached at ###-###-####.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.It was not that we didn't like the hitch it was the WRONG item. She also would not listen to the customer about the actual event she stated basically we were a bother and he had to make room to do our install after waiting a week for them to even get it to their shop. Forgive me but isn't it what they do make appts and service the public, not be rude and take the manager side. She is suppose to be the advocate for customer service she might want to re-assess her jobs details. I still feel we should not have been charged for the wrong item to be installed when we specifically asked for a HIDDEN trailer hitch to accommodate our vehicle if they couldn't provide this service or was aware they didn't make such a item they should have told us from the beginning not order an item install it then BLAME the customer. This has opened our eyes to what their meaning of customer service is. As of this time we will be putting this on social media and allowing our friends and families to make their own decisions.

Regards,

Business

Response:

March 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customers Mr. and Mrs. [redacted].

[redacted], our President for our Clearwater Regional Office, reviewed the recent comments from Mr. [redacted]. He explained a refund for the labor of the hitch was issued in the amount of $128.40. The only amount left on their [redacted] is $42.75. The remainder of their claim is with [redacted]. Mr. [redacted] also assured our office he would follow up on the information Mr. [redacted] provided in order to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: Hello and thanks for your help with this unfortunate matter. I dealt with U Haul on the phone everyday for the entire week before I needed the truck to move. Each day, I was told that unauthorized changes were made to my order and reservation. Each day, I received promises to rectify their previous mistakes, but those promises weren't on the account later on. Long story short, the day I showed up to receive my truck for the PROMISED $49 local rental plus 25 miles free, and free return at ANY location in Chicago for all of my inconvenience, I was told that my only option was to pay $159 or to not use a truck. I was moving my apartment that evening, so not taking a truck was not an option for me. I called U-haul 20 minutes before 7pm but nobody picked up and they closed at 7pm. All the while, an aggressive employee, Jona Johnson, was threatening to take the truck from me if I didn't hang up within 2 minutes. I was forced to take the truck at 7:02, because I had zero options with customer service and was moving that evening. Before I returned the truck the next day (8/01), I talked to several people in customer service. A service representative (Rocc Bolden) promised me he'd take care of the extra charge amount. This never happened. Instead, two separate charges for $159 each were deducted from my debit card and a few days later, one charge was removed. I have still been over-charged $110. This is bad business. In addition, I've used up all of my cell phone minutes and gone over, talking to so many customer service people and being put on hold. I'm happy to pay the agreed total of $49. Please help me to recover my $110. Thank you for your time!Sincerely,[redacted]

Product_Or_Service: U-Haul 17 ft truck with dolly

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to be refunded $110, so that I pay the PROMISED $49 for local rental instead of one-way.

Business

Response:

August 31, 2012

Thank you for your concern for our customer.

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northwest Chicago Suburbs, followed up on the information provided. She informed our office she spoke to consumer approximately two weeks ago and issued a refund for the one-way rate. He has, therefore, only been charged the in-town rate.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I took my 2003 [redacted] Sport to Uhaul at [redacted] on Monday June 2, 2014 to have a hitch installed. They kept my van for 2 days because they were having difficulity taking the bolts out of the frame of my van. On June 4th they called and informed me that they had broken all 4 bolts off into the frame and did not have the proper tools to drill them out and therefore could not install the hitch. I picked my van up and tried to take it several other places and nobody will install a hitch until the bolts get drilled out that U haul broke. This has been a very big inconveince for me and my family as we have purched jet ski's and are unable to use them due to u hauls incompetence. I am a very dissappointed customer!Desired Settlement: I would like this repaired by U haul or paid for by u haul to have someone else repair it and a hitch installed for the inconveience.

Business

Response:

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted].

[redacted] Insurance Company advised our office they will be in contact with Ms. [redacted] to advise her where to take her vehicle for proper repairs.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I made a reservation for a UHaul truck to be picked up in Paso Robles, CA for Sunday, April 14 and they changed the pickup location without telling me. They stated during the reservation, that someone would be contacting me to let me know where in Paso Robles to pick it up and they never called. Upon me calling them, I was informed thy I would need to drive 40miles to pick it up, and I would have to pay for the gas myself and they wouldn't allow me by ore miles on my contract and that the pickup place is a "preference" not mandatory, and that if I wanted my truck, I would have to drive to pick it up.mfinally after hours of phone calls to UHaul, they finally gave me a tiny price break, and only a few more miles added. Upon picking up the UHaul, the guy in the San Luis Obispo, CA location that I picked it up at was appalled so he himself, added more mileage. I feel like I was tricked into spending more money by UHaul, and not compensated for their mistakes.Desired Settlement: I would like to see a full refund for my troubles and better training for people who are taking reservations over the phone.

Business

Response:

April 19, 2013

Thank you for your concern for our customer Mr. [redacted].

Ms. Virginia Valenzuela, our Executive Assistant for the U-Haul Company of Van Nuys, followed up on the information Mr. [redacted] provided. She informed our office she spoke with Mr. and Mrs. [redacted] and addressed their concerns. She explained the availability of U-Haul equipment and advised them of a refund for $50 back to their Visa account. The credit should post on their next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 9508098, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I rented a u-haul van (10 foot) from the Car Depot on Highway 20. The contract indicated that the vehicle had 1/4 of a tank of gas at time of rental, and should be returned with the same amount of fuel. Van was returned the same day with 1/4 of a tank of gas, however I was later charged US $45.00 for fuel and a service charge. The u-haul representative claimed that the truck and been returned with less than 1/8 of a tank, but this was not the case.Desired Settlement: $45.00 reimbursement for fuel that was not used.

Business

Response:

August 19, 2012

Thank you for your concern for our customer Mr. [redacted].

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northern WA, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] recently and addressed his concerns. She explained our records indicate he returned the truck with 1/8 tank of fuel instead of the required ¼ tank. $15.00 was the charge of the fuel plus a $30.00 Service Fee, which brought the charge to $45.00. She advised Mr. [redacted] that a refund could not be issued.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a moving truck on Uhaul.com for August 31st through September 1st to be picked up i[redacted] The company boasts this on top of it's check-out page:

$50 reservation guarantee

When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50.

There was no way to click on the guarantee for terms and no terms were listed on the page.

The company called after the order was placed to say that they did not have any trucks available in the entire state of [redacted] I asked for the $50 and was told that the order had not been confirmed. I told the manager ([redacted] ###-###-####) that there were no terms and if they did not have a truck available, I should receive the $50. I also told [redacted] that I had received a confirmation email that read:

U-Haul Sign in/Look up order

Your order is confirmed.

Your master order number is: [redacted]

Express Online Check-In

Reduce your in-store pickup time

View or change your reservation or order(s)

Try Express Online Check-In Today

Dear [redacted],

Below is a summary of the order you placed on Wednesday, August 28, 2013 and what you can expect next. Additionally, we have set-up a free resource page just for you at [redacted], which provides helpful information on your move.

Rental Equipment

You've selected a 26' truck for your move.

A local U-Haul representative will contact you to schedule you at the most convenient location with available equipment.

If, for any reason, you need to make changes or cancel this reservation, please visit your account at [redacted] by Friday, August 30, 2013.

Thank you for choosing U-Haul.

Experience Moving Made Easier® at [redacted]

Learn about your guaranteed reservation

Make changes, edit or cancel existing orders/reservations

View store hours, get maps and driving directions

Track product orders and shipping

View current status of your U-Box

Watch helpful "How-To" videos

Read equipment user instructions

View your recent order history

You are receiving this email because of an order you placed with U-Haul. This email was sent from an account that is NOT monitored. If you have further questions or comments, please use the links below instead of replying to this email.

Questions or Comments | Privacy Policy | [redacted]

[redacted], the manager, said that they do will not give me the $50 and that the guarantee is invalid.Desired Settlement: $50 cash as promised in guarantee.

Business

Response:

September 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted]

[redacted] our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted]provided. She informed our office she sent Mr. [redacted]the following email:

Mr. [redacted] Your communication to the Revdex.com regarding your recent reservation for U-Haul equipment has been forwarded to my attention for review and resolution. You made your reservation online for a 26' truck and selected More Value Food & Fuel in [redacted] as your preferred pick-up location. When making a reservation for this location online, it clearly states the following: If you select this location we will do our best to accommodate your preference, but will have to contact you to schedule your exact pick up location and time. When you completed your reservation, you did not have an agreed upon equipment size, location or pick-up time as we had not contacted you for the final scheduling; therefore the $50.00 guarantee does not apply. I have however issued you VIP Certificate # [redacted] in the amount of $10.00 that may be applied to any future rental or purchase from U-Haul. I wish to thank you for allowing us the opportunity to explain our reservation guarantee. We look forward to serving you again in the future. Thank you, Amy Sonterre U-Haul Co. of [redacted]

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

RevDex.com:

I have reviewed the response made by the business in reference to

complaint ID [redacted], and have determined that this proposed action

would not resolve my complaint.

Paragraph 1: The agent who called (after the confirmation email arrived) indicated that there were no trucks available in the entire state of [redacted] therefore there was no "Exact location and time".

The order process indicated some sold out locations including my preferred pick up location, but allowed me to select a date and time for pick up at an “available” location which I did.

Paragraph 2: A. I received an email from Uhaul entitled "Your Uhaul Order" containing confirmation and my order number. B. The promotion stating the "$50 guarantee" did not have any click-able links, there was/is no indication of any special notations, conditions or terms and did not have further details listed anywhere on the page. C. The order process required providing credit card information.

All persons who have suffered from this bogus guarantee should be compensated with the full promised amount of $50 CASH and that is what is requested for myself, not a lousy “VIP” $10 Uhaul

certificate. This company should be ashamed of their false advertising and fake “guarantee”.

Your “settlement offer” is respectfully declined.

Regards,

Business

Response:

September 15, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer Mr. [redacted]

[redacted] our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mr. [redacted]provided and sent him the following email in response:

Mr. [redacted] Your rebuttal to the Revdex.com has been forwarded to me for response. In your first communication with the Revdex.com you included the terms of our reservation guarantee: We guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50. Your first reservation was subject to availability, as stated online. You received an email confirming your request for equipment. Because there was no equipment available, there was no agreement to equipment size, location and pick up time; therefore the $50 guarantee does not apply. The second reservation you made online you were able to select the equipment size and pick up time at the location you wanted to rent from because our system showed this truck available; this was a confirmed reservation. Had the truck not been available at the agreed to pick up time and location the $50 guarantee would have applied. I hope this explanation is helpful for your future transactions with U-Haul. While the $50 guarantee does not apply to your situation, I see that you have rented from us multiple times recently and are a valued customer; therefore I have refunded you $50.00 as a goodwill gesture on behalf of U-Haul. The refund will arrive in the form of check, please allow 7-10 business for processing and receipt of the check. The VIP Certificate is still available for you to use as well. We look forward to your continued patronage. Thank you, [redacted] U-Haul Co. of [redacted]

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I used the Uhaul Ubox moving service to move my items from [redacted] St Apt [redacted] Nashville, TN 37210 to a storage location in Nashville, TN with a future delivery to New Orleans, LA. I specifically chose the Uhaul service based on verbiage in the FAQs section regarding future delivery to a new location. The FAQs section explicitly states "Ship at a later time; remember you don't pay for shipping until you ask us to schedule." (http://www.uhaul.com/FrequentlyAskedQuestions/204/U-Box#768) My complaint is that Uhaul shipped my ubox without me scheduling shipment and is now requiring an additional shipment payment to return my items to Nashville, TN from New Orleans, LA.

Additional verbiage regarding shipment policies were provided upon completion of the order and are as stated "Estimated one-way shipping time: 7 business days after you request the box to be shipped to New Orleans, LA ."

I have contacted multiple locations with no resolution. When ordering the service online, the consumer pays an upfront charge for local moving services and is advised that the additional shipment charge will be collected upon shipment scheduling. Otherwise, the consumer pays a per month storage charge until the shipment is scheduled.Desired Settlement: I would like my Ubox to be returned to Nashville, TN at no additional charge. Additionally, I would like a full refund of the shipping charges since my items were not shipped in adherence with their stated policies.

Business

Response:

February 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted].

[redacted], our Executive Assistant for our Nashville regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to [redacted] and explained when she made the reservation on line and made payment, it was set up for delivery within 7 business days. Ms. [redacted] requested and was given the number for the U-Haul location that had her U-Box.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I was charged extra on my bill for a service I told the person at uhaul I did not want, at the time of purchase I did not receive a bill or ticket for the sale so I had no way of checking to see exactly what I was being charged for. After I returned the trailer I find out that this charge was on my bill and that it could only be removed 30 mins after the intial rental was placed needless to say this is the second time uhaul has over charged me for no reason but they don't seem to care as long as they get there money.Desired Settlement: I would like the amount that was over charged credited back and honestly I would love a full refund of the full rental charge for this being the second screwup

Business

Response:

May 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

Mr. [redacted], our Executive Assistant for the U-Haul Company of East Houston, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and agreed to issue him a full refund for the rental in the amount of $35.05.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: On June 28, 2012, I reserved a truck to be used in my move on 7/30-8/1. At the time of my reservation, I did not know the destination of my move, so I called the customer service phone number and asked whether I would be able to fill it in later, and they told me yes. A few days before my move, I called customer service again to notify U-Haul of where I would be traveling, and they told me that I should just tell the U-Haul location owner (Parks Place in [redacted], FL), and that it would be fine.On 7/30 when I picked up my truck, I arrived at Parks Place U-Haul in [redacted], FL. At that point in time, I informed the employee that I would be traveling to [redacted], FL, and he told me that the truck was only rated for in-town use and would not be safe on the highway. Not only that, but it was to be returned in [redacted], and could not be used for a one-way move. When I told the employee that I had spoken with customer service about this twice already, he did his best to rectify the situation for me, but only after he waited on hold for nearly 30 minutes. He was eventually able to locate another truck in town, but it was at a substantially increased price - originally $59.95, now $259.00 - which I was not told ahead of time. Since it was the day of my move, I was essentially forced to pay it, because I needed to move and had no choice. I arrived at 4pm and did not have a truck until almost 6pm.I had also reserved two-dozen furniture pads. The Parks Place location I started at had 6 pads, and the second location had 0. Despite reserving 24 pads, I only ended up with 6.As an aside, the moving service that I reserved through U-Haul's MovingHelp subsidiary ran three hours late, causing me to waste valuable time on the days of my move. As a result, I did not finish unpacking before returning to work today, which has been a major inconvenience.Having paid $178.45 for the movers and $266.56 for the truck, plus gas, I feel overcharged, misled, and that my time has been wasted.Desired Settlement: I am only asking for a partial refund, because I did successfully rent a truck from U-Haul, albeit after a few hours of hassle and delay. I am especially unhappy with the increased cost of the move, which cost nearly $200.00 more than originally expected. Therefore, I feel it would be fair to obtain a partial refund for my inconvenience.

Business

Response:

August 15, 2012

Thank you for your concern for our customer Mr. [redacted].

Ms. [redacted], our Executive Assistant for the U-Haul Company of Gainesville, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology and also explained that his reservation he made on-line was for an in-town move, not a one-way move. Because a destination was not entered, an in-town rate was provided. She provided her telephone number if he wished to discuss his concerns further and advised our office a refund was not owed to Mr. [redacted].

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: On May 28, 2014, I had a uhaul trailer hitch installed by a uhaul technician at [redacted]. Contract # [redacted]. I paid the additional cost for the Lifetime Hitch Warranty provided by uhaul. On June 23, 2014, I rented a 4x8 uhaul trailer, contract # [redacted]. On June 29, 2014, I was traveling through Arkansas on Interstate Rt 40W, towing the uhaul trailer, when one side of the uhaul installed hitch came loose causing the uhaul trailer tongue to fall to the ground. I immediately pulled my car over to the shoulder. Upon initial inspection, I noticed that the hitch was installed to my metal frame on the passenger side but the driver side (the side which came undone) was installed to my plastic bumper. I also noticed that the trailer mount got caught underneath my vehicle, damaging my bumper ever further and puncturing a hole in my spare tire compartment. I called uhaul roadside assistance and was told by [redacted] (he refused to provide me his employee id or extension) in Phoenix, Arizona. He informed me that it was my responsibility to get the disabled trailer to an authorized uhaul dealer. An Arkansas Highway Patrol officer pulled over and provided me with the state's service of removing disabled vehicles from highways. The tow truck driver unhooked the uhaul trailer and towed it to the next exit and left it there, as required by state law. The tow truck driver informed me that the area was not the safest area, but he was required by state law to leave my vehicle. I proceeded to spend over 4 hours calling uhaul's emergency hotline to explain the situation and have them send a tow truck to tow the trailer to a uhaul dealer so they can fix the hitch they improperly installed. I eventually spoke with a manager, [redacted], employee id [redacted]. She was very rude and apathetic. She showed absolutely no concern for my well-being, even though I informed her that uhaul's service technician's improper installation caused me to be involved in an accident and that I had been sitting in an unknown and unsafe area for over 4 hours. She told me that even though I purchased the hitch, the lifetime hitch warranty, and had the hitch installed by a uhaul technician, uhaul was not responsible for towing their disabled trailer. She informed me that it was my responsibility to either take my vehicle and the broken hitch back to [redacted] (where I had the hitch installed) or bring my vehicle and the trailer to Memphis, TN, at my expense. I informed her that it was impossible for me to do either as the trailer was unhooked from my vehicle in order for the tow truck to tow the trailer. She told me that she could send out a tow truck to tow me to Memphis, but at my expense. I asked to speak with her manager, at which point the call was disconnected. I never received a call back even though she was provided with my call back number. Frustrated with the situation and uhaul's complete and utter lack of concern for their service technician's negligence and for the well being of myself, my passenger, and my cargo, I called a tow company and had the trailer towed to a hotel in Forrest City, AR, at my expense. Uhaul has yet to contact me regarding this matter even though I filed an accident report with them.Desired Settlement: I would like to be reimbursed for the towing expense to the hotel in Forrest City, AR and for the cost of the hotel room. I would also like the hitch to be installed properly and the damage to my vehicle repaired, at uhaul's expense. I would also like an explanation of why both [redacted] and [redacted] insist that it is my responsibility for the service technician's (that uhaul hired) negligence in installing the trailer hitch properly.

Business

Response:

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted].

[redacted], our Executive Assistant for our South Philadelphia regional office, followed up on the information [redacted] provided and sent him the following email in response:

Hello [redacted], We apologize for your inconvenience. Understand how frustrating this may have been. We will like to cover your hotel expenses and cover 50% of the rental cost. If possible could you email me the reciepts for the hotel. Thank You.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As of 4:00 PM EST, July 17, I have not received any reimbursement.

Regards,

Business

Response:

July 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

Our records indicate the refund for $350.87 was issued back to [redacted] Visa account on July 15th. The refund should post on his next credit card statement.

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a cargo van on 03/01/2014 from the U-haul location(Northeast Community([redacted]) on [redacted]. The previous renter returned the van while I waiting. While the clerk went out to check the mileage on the van. The previous renter informed me that when She rented the van the mileage was incorrect on the contract. Now since the same clerk that went out to check the mileage on the van was the same clerk that input the information on the system for my contract. I fatally assumed that the mileage had to be correct. Since the whole process of verification would be pointless. On my contract they specified the mil Out(4411.8). Since I had done business with U-haul on many occasions at the [redacted] Location without any problems I did not question this locations professionalism. The clerk had left the van double parked on the street, I glanced at the odometer and contract and pulled off. I went on with my business to my home which was only 1.2 miles on to the Home Depot which is 1.5 miles from my home with a return trip of 1.5 miles then back to the Northwest community location 1.2 miles at (9:00pm est) for a total of 5.4 miles all within a 4 hour period on time. Northeast Community was not open on Sunday;so, I did not see the EXTRA bill for $103 on my account until Monday 03/03/14. I immediately contacted the Northeast Community to inquire about the bill. The Clerk who rented me the van looked up the contract and even said "I never seen a contract like this!" So she called somebody and called me back. And started explaining some nonsense about quoted mileage rate and actual mileage rate. She tells me that "she couldn't do anything about it" and gives me this Ph####-###-####. So; I call this guy and he starts explaining the same thing about the mileage rate. He also tells me that I traveled 129 miles. And I Tell him that's ridiculous; because, I only live 1 mile from the pickup location and only made 3 stop in-between about 5 miles. It must be a problem with the odometer. He said that they couldn't verify my travel itinerary or mileage. Then he proceeds to tells me that it's my responsibility to verify the mileage. I disagree with that assumption since they are in the business of verifying mileage as a prudent business practice. Apparently nobody at U-haul has the ability accurately verify mileage. So he tells me some regional representative "who can do something about it"will contact me on the matter. Sad to say; that call never came.Desired Settlement: I want my money back($103) and I want the mileage verification process to be reviewed at that location by U-haul international.

Business

Response:

March 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

[redacted], our Executive Assistant for our North Philadelphia regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. He offered his apology for the inconvenience of being overcharged and advised him of a refund for the amount requested. The refund for $103.99 was issued back to Mr. [redacted]’s Visa account and should post on his next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have been over billed for storage and late fees. Asked the weekend employee to NOT charge me for insurance because I declined it at the point I rented my storage unit, he charged me anyways. I asked him to let the manager know I was very upset and wanted 3 months refund on the insurance charges and for the manager to explain to me why my late fees were double. He agreed to let the manager know to call me on monday. Today is Wednesday. This business is oriented to get as much punitive money from their customers as possible simply from not communicating.Desired Settlement: 3 months inurance re-embursed. DOUBLE late fees refunded and they do not have to worry about charging me again as I will be moving out at the end of this months monitary raping I paid for...

Business

Response:

Thank you for your concern for our customer Mr. [redacted].

[redacted], our Assistant Manager for our U-Haul Moving and Storage at [redacted] in[redacted], followed up on the information Mr. [redacted] provided. He informed our office a VIP Certificate in the amount of $35.85 was issued to Mr. [redacted] to cover three months of Safestor Protection and one late fee. The Certificate was applied to his storage account. Mr. [redacted] also mentioned Mr. [redacted] has chosen to stay at our U-Haul storage location because of the resolution.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: In Thursday January 9 my husband and I reserved a 26 foot truck from the Uhaul on [redacted]. My husband and a friend loaded the truck and started on their way to our new home in Marshalltown Iowa. As they were exiting I80 onto Hwy 330 at roughly 8 pm the truck broke down. They called Uhaul roadside assistance who came and assessed the situation, determining that the truck was indeed broken and in need of repair. They agreed to tow the truck away, transfer the load to another truck and call my husband when the new truck was ready. The next morning my husband called the Uhaul on SE 14th street in Des Moines and explained that our window for help with our move was gone, and requested a refund for the initial charge for the truck rental. The manager at expressed his apologies, agreed to refund the cost of the rental and told us to keep the truck for as long as we needed it after we explained to him that our window for help with the move was gone, since we had lined up help for the day we reserved the truck and didn't plan on needing help beyond the day of the initial rental (Thursday). When my husband explained that he had just put 100.00 in gas in the broken truck the manager agreed to wave the re-fill fee and offered a $100.00 gift card as restitution for our troubles. Instead of giving us a refund, they charged us twice and then attempted to charge us a re-fill fee of $600.00 despite having promised otherwise. On Monday January 13 I contacted Uhaul customer service requesting help in resolving this matter. This case was assigned Reference number [redacted] and I was promised contact with a representative within 48 hours. I contacted customer service 72 hours after my initial e-mail and I am still waiting for a representative to contact me and resolve this issue.Desired Settlement: I would like a refund for the cost we paid to rent a broken truck. Our simple one day move turned into a 4 day ordeal that inconvenienced me and several family members that could have been avoided had Uhaul not rented us a faulty piece of equipment.

Business

Response:

January 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. and Mrs. [redacted].

[redacted], our GM of our U-Haul Moving and Storage of Southeast in Des Moines, followed up on the information Mrs. [redacted] provided. He explained Mr. and Mrs. [redacted] received a new replacement truck, but failed to return it with the same amount of fuel as when received. They were charged for only one day rental but kept it for five days. Please be advised, as with anything mechanical, when a problem arises it will be when in use. As documented on our rental contract, our customer agrees not to hold U-Haul liable for downtime, which includes failure of the equipment to operate properly. Mr. [redacted] did issue a refund for $100 for the fuel on the first truck back to their Visa account along with a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer to help offset the inconvenience Mr. and Mrs. [redacted] experienced. No further refunds or adjustments will be issued.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

[redacted]

Mr [redacted] is incorrect when he states we kept the truck for five days. We picked up the initial truck on Thursday January 9, it broke later that day, we picked up a new truck on Friday January 10 and returned it on Sunday January 12. That is NOT five days as he states in his response. Also, when we expressed our frustration he told us not to worry about filling up the second truck. At no point were we ever told we needed to refill the second truck. Mr. [redacted]'s story has changed several times during this ordeal. If uhaul is willing to call us even and close this matter, I am fine with that resolution. . My concern, however, is since Mr. [redacted]'s story has changed several times, uhaul will come after us for more money and attempt to charge our account again. r

Business

Response:

February 14, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customers Mr. and Mrs. [redacted].

The breakdown of the rental charges are as follows:

24' Truck: $39.95

Mileage: $270.97 (343 miles @ .79 a mile)

Safemove Protection: $14.00

Appliance Dolly: $10.00

Furniture Pads: $10.00

Environmental Fee: $5.00

Fuel fill up: $212.50

Fuel Service Fee: $30.00

Tax: $20.16

Total: $612.58

Previously paid: $215.59

Balance: $396.99

As previously relayed in my last response, a refund for $100 was issued for the fuel in the first truck and a $100 VIP Certificate was issued for the inconvenience Mr. and Mrs. [redacted] experienced with the breakdown. I spoke with [redacted], our President for our Iowa regional office. He relayed their decision in the matter remains the same. Mr. [redacted] is responsible for the replacement of the fuel in the truck, as explained in the rental contract. Our billing department also advised me they still have an open billing account for the balance of the rental that was placed on a Promissory Note and sent in for collection. I hope Mr. [redacted] will take advantage of the Certificate we sent him as we feel it can be of great value to our customers and is valid for two years.

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below

We have not, since shortly after our we returned the truck recieved any communication from uhaul. We never recieved a promissory note, and I would love to know what address they sent it to. I do not want a gift card from them and all I have ever asked is that they honor the verbal promise they made to us when the manager said to keep the truck as long as we needed and not to worry about the gas since we had filled up the broken truck.at this point, I am willing to offer uhaul $200.00 toward the balance they claim we owe, but only if I can use the gift card they gave us to pay $100.00 of that balance. I have absolutely no intention of ever using uhaul again, and should I ever need the use of a moving van, I will happily take my business to a competitor. This ordeal has been a headache and a half and uhauls refusal to simply apologize and make right a mess that they caused cements my opinion that they do not care about customer satisfaction.

Regards,

[redacted]

Review: I called 1.5 months in advance and made a reservation for a 2-day 10 ft. truck rental for July 31st-Aug 1. I was quoted $20/day + 79 cents/mile. When I called today to confirm my reservation I was told that it would be $137 + mileage. That is over three times what I was originally quoted. I asked to talk to a supervisor and was told that the cost cannot be adjusted. I believe this is unacceptable and they should honor what they originally quoted me or at least come to a compromise about it. I was told no.

Order #[redacted]Desired Settlement: They should honor their original quote or meet me halfway.

Business

Response:

July 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted]

Ms. [redacted], our Executive Assistant for the U-Haul Company o[redacted], followed up on the information Ms. [redacted]provided. She corresponded with Ms. [redacted]by email and offer another option, however, Ms. [redacted]decided to stay with her original reservation and price quote.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a Uhual moving truck on 2/1/14. When I got there to pick up my reserved truck it was not there. The lady at the front desk told me it was not turned in yet. Fortunatley they had one on hold for another customer and since I was the first one there they gave me that truck. I drove the 26" truck in front of my house and got stuck on ice. Tires was bald, no traction what so ever. I called [redacted]. and they told me I had to contact roadside assistance. I called them and they told me it was nothing they can do for me. I was responsible for paying for a tow truck. I told him I paid for insurance for this truck and all I want is to be pushed out or to recieve another truck. The customer service guy was very rude with me and told me they did not cover getting stuck in the snow. The truck was in the middle of the street blocking traffic and I was left sitting there from 8:30am untill 3pm when I had to pay for a tow and another truck out of my own pocket. After I get another truck (which was 14") I got a call from the [redacted]. site telling me I had to come in before 7pm to pay for the gas used. I told him NO! I was inconvienced enough for the day and I am in the process of moving. He told me the gas tank was a quarter of a tank down and I told him I don't see how, being I never pulled in my driveway. I checked my statements and they charged me a total of $176.32 for both trucks. $88.36 for the truck that I didn't even get to load. I was charged for the insurance, dolly, and gas mileage which I think I should be compensated back for. They inconvienced me that day, and Would not send me help even when I was insured and to charge me almost $90.00 for a truck that was sitting in the middle of the roadway for 7hours is ridiculous. The customer service is horrible and I never had a problem with the [redacted] site. This was the first and last time I will ever deal with them or send anyone else there. What is the purpose of having insurance if you can't get help when needed. Something need to be doneDesired Settlement: I would like to be compensated for that first rental. I never pulled in my driveway. The truck was not touched, and I only drove it from [redacted] to my previous address. I felt like they didn't put themselves in my shoes. It was a snowstorm. I had my children with me and all I asked was for a push out or another truck. I had to pay for a tow, and two trucks when I was inconvienced for over 7 hours. The tires had no traction on them and all the wheels did was turn.

Business

Response:

Thank you for your concern for our customer Ms. [redacted] our GM of our U-Haul Moving and Storage at [redacted]., followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and advised her of a refund for the 26-foot truck rental in the amount of $88.36. The refund should post on her next Visa credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,

[redacted]Executive AssistantU-Haul International

Review: This company installed a trailer hitch on my vehicle when the components that the hitch was attached to were rusted and weakened. It wasn't until I reached New Braunfels, Texas and saw that the rear bumper of my vehicle was sitting approximately 4" lower.I have since had my vehicle's hitch inspected by 3 different U-HAUL INSTALLATION FACILITIES. All 3 installers & managers stated to me that THEY would have refused to install the hitch FOR MY SAFETY. At each inspection, I was shown the damaged frame rails.If I had this information at the time of the installation, I could have chosen another solution to my moving agenda.Desired Settlement: I have an estimate for repair of my vehicle from a Dealer where my SUV's are sold.I want reimbursed for my time off work and fuel. I have submitted invoice's for payment to me.

Business

Response:

April 18, 2013

Thank you for your concern for our customer Mr. [redacted].

Mr. [redacted], a Claims Adjuster for [redacted]y, followed up on the information Mr. [redacted] provided. He informed out office the matter has been resolved with a signed release from Mr. [redacted].

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I got my storage unit for the first month free with my one way Uhaul rental on Nov 30, 2014. On Dec. 30, 2014 I got online to pay my first month payment that was due. I then found out that Uhaul put me on auto pay without my permission. The charge was already pending in my bank account in a different state 6 hours away. I immediately called the store in Elyria, Ohio on North RIdge Rd. and the girl said the manager was gone for the day and that he would have him call me tomorrow. I said not good enough its coming out of my account today and was going to bounce. She then said she would call the manager and have him call me. When I received no call back from anyone I began calling again. No one could or would help me. I kept getting transferred and 2 different people actually hung up on me. The money is going to bounce in my account and I am going to be charged for it. I cant even call my bank and place a stop payment on it because my bank charges $29 for a stop payment and there is not that much in that account. I have a different account here in Ohio that I was trying to pay my payment with thats why I signed up online to manage my account there. I have never in my life received such bad customer service. Worst experience in my life with a storage facility. What gives these people the right to auto deduct ANY thing from my account without my permission? I guarantee I have my things moved to a new facility as soon as possibleDesired Settlement: I want Uhaul to give me a truck to move my things to a new storage facility and refund any money charged to me by my bank!!

Business

Response:

January 6, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mrs. [redacted].

[redacted], our Executive Assistant for our Cleveland Regional Office, followed up on the information Mrs. [redacted] provided. He informed our office our U-Haul Center GM contacted Mrs. [redacted] and explained all storage accounts were put on auto-pay and apologized for the inconvenience she was caused. He reversed the payment and advised Mrs. [redacted] she could go online and use another form of payment.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I was quoted $60 online for a 15ft truck, reserved from 9 a.m. - 5 p.m. When I picked up the truck, a hold for approximately $90 was placed on my account. I moved from [redacted] to [redacted] - important detail for calculating mileage, which also wasn't made clear during the reservation process - I have NEVER paid for mileage to rent a Uhaul - EVER - and I've moved every year for the past ten years. After returning the truck, ON TIME, and reviewing my bank statement in the following days, I noticed that I was charged an extra $99. I called to resolve the issue, thinking it was a mistake. I was told it was not a mistake, that I was charged for a TWO day reservation and for the extra mileage. Initially, I was told that the original hold for the $90 included 15 miles, and anything extra would be billed - which is the ONLY other charge I anticipated. To be quoted $60 then charged $190 is not only excessive, it's unfair and ABSURD.Desired Settlement: I want a full refund for anything extra that I was charged for, except the mileage that exceeded the 15 miles I originally paid for when the initial hold for $90.59 was placed on my account. My TOTAL payment should not have been more than $107.63 which is still excessive, considering I was quoted $60 online.

Business

Response:

March 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Gm for our U-Haul of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] on or about March 10th to obtain additional information and advise her that the charges had been corrected and a refund for $94.91 was issued back to her Visa account. The refund should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International